Director of Front Office

JOB SUMMARY

This position contributes to Sanctuary success by ensuring total guest satisfaction, especially relating to the service guests receive in all areas of the Front Desk and PBX, through interaction that exceeds expectations; with a focus on maintaining the facilities to our superior standards.

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive. Delegate work evenly to all front office departments utilizing each shift to its fullest capacity. Enforce high standards of professionalism among the Front Office department. Implement all guidelines and procedures as established in the employee handbook. Keep all departments updated on changes and additions with well‑written memos, e‑mails and verbal communication. Checks guest in and out in an efficient and friendly manner, using guest names whenever possible. Assures that guests are assigned type of room requested and the correct rate is charged. Resolves and follows up guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Work in conjunction with the Sales Department and Reservations to ensure maximum hotel occupancy. Supervise daily room blocking. Schedule and preside over departmental meetings on a monthly basis as a tool of communications with front‑line employees. Attend weekly resort staff meetings. Assure that all guests, first time or return, are greeted with high professional standards. Work closely with the Housekeeping and Maintenance departments at all times. Supervise the updating of Guest History program and educate each department of their need for involvement. Oversee concierge operations and relations with concessionaire operators. Keep flexible schedule in order to accommodate the arrivals and departures of hotel guests. Assure that all financial and credit procedures are followed. Follow‑up on credit problems with Financial Manager. Meet weekly with the Director of Rooms to discuss topics of mutual concern. Ensure all areas of the front desk operate in harmony with other hotel departments, providing optimum service to guests at all times. Maintain a positive work atmosphere by acting and communicating in a manner that enables getting along with guests, vendors, co‑workers, and management. Perform additional duties as requested by the Director of Rooms. Supervisory Responsibilities Carry out supervisory responsibilities in accordance with organization policies/applicable law. Supervise the front desk, reservations, PBX, bell staff, guest relations & concierge areas. Supervise and train employees to provide a well‑maintained resort. Conduct performance appraisals as necessary; perform 90 day and annual evaluation of Front Office staff. Manages the staff at the Front Office, Guest Services and Core Agent - conducts interviews, departmental training and provide hands‑on support and feedback. Monitor the office supplies for the Front Office within budget standards.

JOB REQUIRMENTS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. 2-3 years of luxury hotel experience in a Hotel/Resort Front Office management role required. Strong leadership, communication, and problem‑solving abilities. Flexible availability, including weekdays, weekends, holidays, and evenings. Must maintain highest ethical standards – possessing integrity, honesty, and care. Grooming is a factor of the utmost importance. Computer skills and typing abilities a must. Ability to listen effectively, to speak and write English clearly. Must be in good physical condition with the ability to stand, sit, kneel and constantly be poised for mobility to handle specific details or demands of quality and speedy guest services. Hearing and visual ability to observe and detect signs of emergency situations. Excellent communication and interpersonal skills. Proven ability to lead, motivate, train and appropriately discipline staff. Ability to identify, address and resolve conflict.

QUALIFICATIONS

Education High School Diploma/G.E.D. Equivalent Related Work Experience At least 5 years past managerial experience in the luxury hospitality industry. #J-18808-Ljbffr Sanctuary Camelback Mountain